Associate-Helpdesk; French & English

Position: Associate-Helpdesk(French & English)
Position:
Associate-Helpdesk (French & English-speaking)

Experience:

0.3-1 years

Job Location:

Pune, India

Work Mode
- Hybrid

Shift Time
- Rotational Shifts including night shifts

Our journey

Sakon offers a SaaS platform and services to optimize enterprise mobility expenses, life cycles, and support. Integrating data from carriers, HR, MDM, and Finance, it streamlines workflows, provides insights, and ensures accurate reporting. Features include invoice auditing, lifecycle management, 24x7 support, and seamless Service Now integration. Additional services like MDM administration and BYOD management enhance operations, driving savings and efficiency. Manage mobile investments confidently with Sakon.

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The Value We Deliver

SAKON empowers employees with self-service and real-time updates via a branded portal, app, email, chat, or Service Now. It streamlines policy management, optimizes costs, addresses usage issues, and integrates data from carriers, MDM, HR, and Finance. SAKON delivers insights, ensures compliance, and drives efficiency across mobile inventory and expenses.

Our Vision

Sakon’s vision is to be the leading enterprise communications SaaS Platform and services provider.

We will continue to foster and develop a culture that values:

• Innovation:
At Sakon, we foster creativity and curiosity by asking our employees to think big to dynamically improve our products and services.

• Execution:
We encourage employees to take calculated risks and strive for excellence. We have an unrelenting drive for results.

• Customer Focus:
We start by listening and then execute flawlessly to delight our customers. We meet our commitments to our customers and to each other.

• Integrity:
Above all else, we act honestly and ethically and take responsibility for ourselves and our actions. We are transparent in our decisions.

• Diversity:
We value diversity by celebrating each of our unique talents, abilities, and backgrounds enabling us to create a culture of inclusivity.

Role Overview /Your Impact

1) This role will handle and take ownership of multiple customer support activities to include receiving incoming calls, chats, emails & tickets to provide end-to-end Technical and general support resolution to the end user.

2) Will interact with mobile phone carriers & other departments to resolve mobile service-related issues.

3) Adhere to the business rules & policies as dictated by Sakon and The Client in the joint operations document.

4) Ensuring SLA’s and KRA’s meet day to day, month to month.

What Does the team do

The Mobility Support Desk is the centralized support hub that bridges the gap between client

employees and technical solutions. It’s the first point of contact for users facing issues with technology, software, or services.

What will you do

We are looking for French & English-speaking candidate to support our SaaS product (Mobility

Practice)

1) Determine the issue, research, and follow-up steps, as necessary for resolution of issues

2) Answer incoming calls & chats.

3) Troubleshooting device and networking issues reported by the users, acting as a liaison between customers, mobile carriers, client policy and internal Sakon teams to provide accurate and timely resolution.

4) Working customer service/tech support via incoming phone calls, email and chat.

5) Identify and assist to resolve all issues identified during regular operations. No scripts are used. You must be able to think on your feet and ask the appropriate questions to identify and resolve the issue as it arises.

6) Ticketing all calls, chats and email support in English and French

7) Review deliverables of support team members and provide the required support and guidance to ensure timely deliverables to client.

8) Communicates escalations / issues to Managers in a timely manner, ensuring that all communications are professional and accurate.

9) Act as a single point of contact for managing the communications with the client.

Our Expectations

1) We are looking for French & English-speaking candidate to support our SaaS product

(Mobility Practice)

2) Candidate should be willing to work in 24/7 rotational shift.

3) Extremely organized with an appreciation for…